Customer Service Team Lead

Dat Bikeis a technology startup whose mission is to drive mass adoption of green transportation in Vietnam. We make the most compelling and dependable electric bikes so that customers can just switch without making any compromises. To do this, we welcome the brightest people to join our journey

Customer service is crucial to Dat Bike's success because it is the interface to knowing what our customers want. We can only build the right products from listening to our customers. You will lead the customer service team to provide the best experience that our customers deserve and collect data to guide product development at Dat Bike.

• Manage after-sales services (bike servicing/support, support queries).
• Supervise and monitor daily activities of customer service operations.
• Investigate customers problems and find solutions, ensuring that customer feedback are heard and acted upon.
• Handle major incidents that cannot be resolved by agents.
• Ensure all cases are solved within the required time-frame following the company's SOPs.
• Develop and implement service policies, and communicate these to staff and customers.
• Manage and reconcile CRM databases, and identify issues on data and statistics.
• Communicate with other departments to resolve problems and expedite work.
• Ensure team Key Performance Indicators as required.
• Assist in hiring, training, and coaching of customer service associates.
  

• Bias for action; self-starter approach to challenging the status quo;
• At least 2 years of experience in customer service and 1+ year experienced as Customer Service Team Lead position;
• Critical thinking and good problem solving skills.
• Must be good at English both written and spoken.
• Proficient knowledge of customer service, and standard office practices, processes and procedures.
• Experience in working with CRM and omni-channel systems (Salesforce, Jira, Zendesk).
• Detail-oriented.
• Outstanding communication and negotiation abilities.
• Outstanding organizational and leadership skills.
• A results-oriented approach.
• Ability to work autonomously, without formal requirements documentation, in a fast-paced environment; ability to manage changing priorities.
• Hi-tech industry experience is a plus.
  

• Meal support according to company policy
• Social insurance.
• MIC insurance.
• Salary + meaningful equity compensation.
• Discount price to buy a Dat Bike.

Dat Bike Factory,No.1 CN10, Tan Binh Industrial Zone, Tay Thanh, Tan Phu, Ho Chi Minh